Resident Experience Liaison Officer

Equans UK & Ireland; Lincoln; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

24 days annual leave (+ public hols)

Life Cover 1.5x salary

Employee discount schemes

Gym membership discounts

Cycle to work scheme

Holiday purchase scheme

2 CSR days per year

Learning opportunities & training

Employee referral rewards

Employee networks

24/7 Employee Assistance Program

Job summary

Equans UK & Ireland is seeking a Customer Liaison Officer to join the team in Lincolnshire on a permanent basis. You will provide consultation and support to residents before, during and after works, ensuring high levels of customer satisfaction while managing the resident journey.

This role requires building relationships with residents, clients, subcontractors and local stakeholders, organising consultation events and inductions, and coordinating access arrangements to enable works on homes.

Qualifications

• Previous experience within a customer service based role.
• Previous resident liaison experience within the construction / social housing sector.
• Basic understanding of construction and social housing.
• Familiarisation of GDPR regulations.
• Computer literate in MS office.

Responsibilities

• Provide consultation and support to residents prior to, during and after works to their homes, ensuring high levels of customer satisfaction.
• Manage the customer/resident journey whilst following the client and company engagement procedures.
• Develop effective working relationships with residents, clients, subcontractors, site-based personnel, local stakeholders, the local community and the Customer Care Department.
• Carry out choice events, consultation events and individual consultation with residents regarding future work.
• Carry out individual resident inductions to include - introduction to Equans, the CLO/RLO process, scope of works, property and personal belongings condition surveys inclusive of photographs for evidence.
• Complete resident profiling and work with the site management team to implement effective working practices and discuss with the Client’s customer care team where appropriate.
• Agree access arrangements with the resident and book appointments to enable the work to their home.
• Organise and provide support needs: packing boxes, dust sheets, storage and other facilities as required and agreed.

Skills

Customer service

Resident liaison

Construction knowledge

GDPR

MS Office

Tools

MS Office

Job description

Equans UK & Ireland is seeking a Customer Liaison Officer to join the team in Lincolnshire on a permanent basis. You will provide consultation and support to residents before, during and after works, ensuring high levels of customer satisfaction while managing the resident journey.

This role requires building relationships with residents, clients, subcontractors and local stakeholders, organising consultation events and inductions, and coordinating access arrangements to enable works on homes.